Quality Support Specialist (Fluent in English)

Are you someone who pays close attention to detail and can spot opportunities to improve the customer experience? Do you enjoy reviewing customer interactions, identifying quality gaps, and turning your observations into meaningful recommendations? If you have a background in travel, customer service, or quality assurance and are comfortable working in a fast-paced environment, this could be the opportunity for you.We are looking for a Quality Support Specialist – Quality Assurance who will support one of our US-based clients by monitoring and auditing interactions handled by US-based travel advisors. In this role, you will evaluate phone calls, emails, and chat interactions to ensure they meet customer service, problem-solving, SOP, and client quality <standards.You> will play an important role in maintaining consistent service quality by identifying improvement opportunities, providing recommendations, and escalating complex cases when needed.

Is this you?

Fluent in English, both spoken and writtenHave proven work experience in travel industry, customer service, or quality assuranceExperience using GDS systems such as Amadeus, Galileo, or Sabre is a plusStrong attention to detail with the ability to identify quality gaps and areas for improvementAble to evaluate customer interactions objectively based on established standards and SOPsGood analytical and problem-solving skillsComfortable providing constructive recommendations or coaching opportunities based on quality monitoringAble to work effectively in a fast-paced, client-focused environmentWilling to work onsite at North Point, BSD City, TangerangWilling to work on a Permanent Night ShiftWilling to work on weekends and public holidays when required

Key responsibilities

Audit and evaluate phone calls, emails, and chat interactions handled by US-based travel advisorsAssess interactions based on customer service quality, problem-solving effectiveness, SOP compliance, and client-specific quality standardsIdentify quality gaps, recurring issues, and opportunities to improve service deliveryProvide clear and constructive recommendations for improvement and coaching opportunities based on quality monitoring resultsEnsure quality assessments are conducted consistently and accurately in alignment with the client's established parametersEscalate complex, sensitive, or higher-level cases through the appropriate channels when requiredMonitor quality trends and contribute insights that can help improve overall advisor performanceCollaborate with relevant teams to maintain consistent understanding and application of quality standardsSupport continuous improvement initiatives by highlighting recurring challenges and potential process improvementsEnsure all assigned quality monitoring activities are completed accurately and within the required timelines